ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Leverage Your Data.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity.

Self service 97

Self service Best practices Management Surveys 97

Eptica

APRIL 30, 2019

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. Essentially, customers expect and want to be able to find information and serve themselves, particularly around routine queries.

Self service 60

Self service Chatbots Best practices Surveys 60

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

The Northridge Group

MARCH 14, 2023

Download Part 1 of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Automate Aftercare Communications Providing aftercare communication and automated follow-up reminders is an excellent way of improving the patient experience. To learn more, contact us.

Healthcare 142

Healthcare Technology Self service Analytics 142

TechSee

JUNE 10, 2021

Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. Succeed with Self-service.

Self service 207

Self service Analytics Transportation Healthcare 207

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

Entertainment 174

Entertainment Surveys Technology Education 174

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Back to the store.

Surveys 107

Surveys Entertainment Education Self service 107

Nicereply

SEPTEMBER 1, 2022

Every business reaches a point when the main task become to build customer loyalty. But before it all, first comes a great customer experience. Today’s business leaders know that customer loyalty is important. Customers will be loyal to your business if they have a great experience with you.

Customer Experience 59

Customer Experience Chatbots CRM Surveys 59

Netomi

MARCH 10, 2022

What is customer experience? How do your customers really regard their experience with your brand when they use your companies’ products or services? Customer experience (CX) relates to just this. report 1 that customer experience stands as a top priority for their business, in the next five years.

Customer Experience 59

Customer Experience Analytics Surveys Feedback 59

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

Contact Center 55

Contact Center Surveys Best practices Metrics 55

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Cisco - Contact Center

NOVEMBER 17, 2020

The Rise of Digital and Customer Expectations. According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. Pe r sonalized Website Intercept Surveys.

Customer Experience 73

Customer Experience Contact Center Government contact center solutions 73

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Balto

NOVEMBER 18, 2022

“If you build it, they will come” Balto recently conducted a survey on value perception of the contact center by leaders across industries. It’s clear that value perception of the contact center is a self-fulfilling prophecy, not unlike Field of Dreams’ “If you build it, they will come.” The answer is yes.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. Customers have more options than ever, and competition is fierce. Best practices for applying self-service options are –.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Netomi

MARCH 7, 2022

A strong customer experience strategy is a defining feature that sets companies apart – yet what do customer service and customer support truly mean? Why is delivering quality customer service so essential, and how can companies begin doing so?

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

3CLogic

APRIL 9, 2020

Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. A study by Qualtrics revealed that around one-third of customer service inquiries that start over a digital channel end up as a phone call with an agent. The Resurgence of Voice.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Callminer

DECEMBER 17, 2019

.” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

The Center for Client Retention

NOVEMBER 14, 2018

As my 2019 trends that follow demonstrate, the technology gold rush will go unabated but savvy retailers will never lose focus on people. The underlying system reportedly combines the skill and knowledge of expert human buyers with the speed and precision of AI and aims high to satisfy the unique needs of each member customer.

Self service 48

Self service Sales Metrics Technology 48

aircall

MAY 10, 2021

To that end, it’s crucial for companies to provide the best possible experience across the entire customer journey. A good customer experience is all about the relationship between your customers and your brand. This data is critical for companies in creating a good customer experience.

Customer Experience 71

Customer Experience CRM call center software Surveys 71

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. . #1

Self service 106

Self service Best practices Surveys Feedback 106

TechSee

OCTOBER 31, 2018

Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX).

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Published on: September 25, 2019. So how do insurers fare when it comes to trust and their overall levels of customer service?

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Historic Call Center & Customer Experience Trends. Contact Center Trends 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ShepHyken

FEBRUARY 12, 2021

She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. Video Chat.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience. Utilize Self-Service Options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Creative Virtual

MAY 9, 2019

Every one of us has a story we can share about a bad customer experience – and we love to tell those stories. In fact, a survey conducted in 2018 across six countries found that 60% of customers said they had shared their bad experiences with others, either in-person or online.

Customer Experience 40

Customer Experience Self service Chatbots Surveys 40

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. While they may not have a choice of supplier, they want to be valued and receive a high-quality service, built around their requirements. Published on: October 31, 2018.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

SharpenCX

JANUARY 7, 2020

Now that we’re back to work after the holidays, it’s time to kick things into high gear and reflect on where your call center performance could have been a bit better in 2019. As a call center manager, your focus should live in two places — with your agents and your customers. Customize your reports to get the best read on your KPIs.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

SharpenCX

NOVEMBER 5, 2019

With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. Snag a pair of reading glasses and keep your eyes on the page as we talk through how to build call center improvement strategies for a better customer (and agent) experience. .

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. Optimize Your Self-Service Channels.

Service level 57

Service level Surveys Abandon rate Call Center 57

Enghouse Interactive

OCTOBER 2, 2020

Everyone has felt the immediate impact of COVID-19, including those that work in customer experience. The latest Contact Babel 2020-21 Customer Experience Decision-Makers’ Guide , sponsored by Enghouse Interactive, enables everyone involved in CX to track these shifts and respond effectively to them.

Customer Experience 40

Customer Experience B2C Self service Customer retention 40